Collect and refund

Purchased an item on 15 January, arrived on 19 January. Was thrilled with "good" service. When item arrived, the quality was not on standard and smaller. I informed them on 19 January and asked to collect and refund. I had to wait a long time to have item collected. Company emailed me on 19 February to confirm that item is returned and refund will be processed. Then they want this document, then that. So it kept going. Was informed that it takes 7 working days for refund to reflect. I get emails daily stating " request is updated". It is 27 February and still waiting. You will be happy with service when you place the order, but good luck with process when a refund is needed😡